Jules took on a new role in June 2009 within Telstra as Director, Customer Service and Satisfaction. In this role Jules has key responsibilities for improving the customer experience for Telstra’s customers and ensuring effective measurement of service and satisfaction.. Under the leadership of Telstra's new CEO, David Thodey, there is a strong drive to improve customer service right across the business. Jules' role has elements of strategy, policy, people and culture built in. Jules is also responsible for the corporate management of complaints at Telstra, including the liaison with the Telecommunications Industry Ombudsman (TIO).
Prior to this Jules held the role of Director Telstra Corporate Security and Investigation (CSI), and was responsible for the national operations of the CSI group which provides strategic and operational security, risk management and investigative services to Telstra. This group’s responsibilities also include the development and management of Telstra’s business resilience capability.
Jules is also Chair of Telstra’s Ethics Committee.
Jules history in Telstra includes an in-house counsel role at Sensis, Technology Counsel within Telstra and Executive Advisor to a Telstra Group Managing Director
Jules holds a Bachelor of Arts with a degree of Bachelor of Laws (Honours) with a major in philosophy.
Jules’ broader interests include France, wine, being a keen gardener and fossicking for pre-loved treasures.
Author: Jules Scarlett.
Telstra customer complaints to the Telecommunications Industry Ombudsmen (TIO) drop by a third. Telstra CEO David Thodey 12 months ago started a concerted effort to improve the Telstra customer service and complaints handling.
